Customer Success Manager

About the role

As a Customer Success Manager at monday.com, you will act as a product master and trusted technical advisor to help enterprise customers build, optimise, and scale their workflows. You will focus on the practical application of the platform, including the adoption and operationalisation of AI capabilities, to drive customer success and business outcomes. This role involves hands-on technical implementation, strategic engagement with senior stakeholders, and proactive management of customer retention and growth.

Responsibilities

• Master the technical aspects of the platform, including AI features, agents, and automations to solve complex business cases.
• Use AI tools to maximise personal efficiency and model AI-first working practices for customers.
• Drive hands-on implementation and deployment of new use cases and AI-powered workflows.
• Lead architecture reviews and governance initiatives to ensure scale, performance, and alignment with customer goals.
• Articulate the ROI of AI capabilities and optimise existing customer processes to increase efficiency.
• Act as a trusted technical advisor for c-suite stakeholders and provide feedback to product and engineering teams.
• Manage a portfolio to ensure long-term satisfaction, successful renewals, and ARR growth while mitigating churn risks.

Required skills

• Customer Success
• SaaS
• Technical Implementation
• AI tools
• Platform Configuration
• Stakeholder Management
• Data Analysis
• Account Planning

Qualifications

• 5+ years of experience as a Customer Success Manager, Technical Customer Success or similar client-facing, hands-on role at a SaaS company

About the Company

monday.com is the AI work platform powering ambitious teams, with over 250,000 customers using the platform to bring people, workflows, and AI agents together. The company fosters an ownership-driven culture that empowers employees to shape how organisations work.